T-Mobile Authorized Retailer — Attraction in Saratoga Springs

What a racket. T-Mobile store blames Apple hardware or T-Mobile Tech Support. T-Mobile Tech Support blames towers, known issues and T-Mobile store. T-Mobile store manager denies that she has ever had a customer claim that their calls fail or are dropped on their special premium network on their special premium phones that I pay a special premium few dollars for. T-Mobile customer for 50 whole days now, have had next to no reliable service on my phone (e.g. dropped calls, failed calls, connected calls that are so poorly connected I can only catch every 5th word until the call is eventually dropped) since day one. Have been back and forth between the "authorized" T-Mobile store and T-Mobile technical support numerous times since moving to T-Mobile and buying their plans and new phones/watches. Always some version of the same - hold phone, scrutinize phone, pretend to have a educated plan of assessment, scrutinize customer (ask the same 5 stupid questions over and over), check updates, network reset, tell customer to call tech support. Tech support is much the same call, wait on hold indefinitely, speak to a representative that only responds via script, answer 100 authorizing questions, answer the same 5 stupid questions, network reset, assessment, another reset, assure customer they will call back within a certain window of time, don't callback, repeat, eventually be told over and over that the area towers are congested and this the the best service I will get. This T-Mobile store allows you to do this until the 30 day mark has been well exceeded and then informs the customer that because they have no record of the issue being brought to their attention within the first 30-days there is no refund or anything they can or will do - even though she and most other staff in the store know you have been in numerous times within the 30-day window. T-Mobile store, not only, claims the phone works great, but disenchanted with her job and customer service skills manager claims she has never, ever seen an I-phone 16 with the problems described - she launched another series of stupid, after the 10th time, questions and surprise surprise...network reset. Whenever I go to the T-Mobile store I all the sudden have a 5GUC with 3 or 4 bars, but I barely leave the store and have an LTE and 1 bar anywhere else. T-Mobile Tech Support claims that there are 4 towers (within 5 miles of my home and basically this store) and that all are congested and that my phone will likely never work any better than it has for the past 50 days and that's just my tough luck. They welcome me to continue to pay for almost non-existent service for the plan or switch carriers and all the sudden be saddled with a couple thousand in balances due. T-Mobile store manager that struggles with eye contact and couldn't fake sincerity on her best day or have a care, for selling a product and a plan, under false pretenses was absolutely terrible. T-Mobile tech support assures that the congestion problem is widely known in my area and "there is NO plan to fix or repair the issue anytime in the next weeks, months, or years." In the end, paying for spotty and unreliable service seems to be the name of the game across most carriers, but this store has earned effort on my part to leave them a review. Probably will have to find out which carrier owns the majority of the towers in my area and eventually switch to them. Very disappointing, fruitless, and expensive, in time and money, experience T-Mobile services and customer support has been. No doubt the owner will be ever so disappointed that they did not live up to their own very...

This might be long, but I made the switch from Verizon to T-mobile a couple of days ago. I was with Verizon for about 10 years. I wanted to upgrade my plan with Verizon to unlimited from an 8GB shared plan between 2 lines. A new customer with Verizon could get two lines with unlimited data and 2 Galaxy S10's for a total estimate of $183. When I asked Verizon how much that would cost me they told me $209, before taxes.

I told them that didn't make sense and after 30 minutes of them "trying" to find me the best deal, they transferred me to someone else, who said they got my back, and would take care of me. His deal was the same, or he could save me money by having me use my S8's that were paid off, and then just put me in unlimited (head shake).

After 70 minutes, I tweet out my frustrations and tag T-mobile in. They reply super fast, and there to help. I went back and forth and the guy even offered to follow up on Saturday if I still needed assistance. Already feeling much better about the service with T-Mobile. I didn't to wait so stopped by this store on my way home.

I had some questions and Roland was awesome from the start. He had the answers. He was great at building rapport with me. He listened to what I needed, empathized, and really sold me on T-Mobile. He was AWESOME to work with. While there, the other guy in the store was helping out other customers, and looked like he was offering some great service too, but Roland was great.

Not only did I end up with what I wanted, but even got a deal for my daughter, her first phone.

So far I've been super impressed with the level of service I've received from T-Mobile and Roland. Even after I got home, Roland send me a text saying that I'm going to be getting an even better deal because of something else he found on the phone for my daughter. I was stoked.

My recommendation, if you live in the area and want to switch providers, go check out this T-mobile store. Roland was awesome, but I'm sure all the employees there will take care of you.

Notice: I know this sounds like I might be related to Roland because of my rave review of him, but that was the first time I met him, and he was just...

Every time I have come to this location they have been ZERO help. I would recommend going to another location at ALL COSTS.

I purchased a phone with a screen protector and their LIFETIME replacement policy. Somehow, Tmobiles system has conveniently removed this from my account about 3 times in the course of 7 months. Upon cracking my screen protector and going in to receive my warranty replacement (that I paid for), they will not honor it. This is the third time this has happened, and the third time this location refuses to help- even with me pulling up receipts of my purchase. ALL other locations have worked with me, called support, seen the receipts, and gotten my warranty readded to the account for me, along with replacing my screen protector. All I get when I go to this location is, “It’s not our fault. We can’t help you. Go to another location and they may be able to get it fixed for you.” What is the point of having a location open if you are unwilling to help your paying guests, and send them to another place because you’re unwilling to put in a little effort to fix things? Why would another location be able to help but you can’t? It doesn’t make any sense other than that this location is simply unwilling.

While the warranty being removed from my account is frustrating, how this location has treated me on several occasions may be the nail in the coffin. I will be looking to transfer cell providers because of a complete lack of professionalism. I’d recommend all employees and managers here are required to go through mandatory customer...